Gustavo Souza

Experience

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  Interação Beneficiamento

  Jun 2014 - Dec 2014

  Administrative assistant

  • Assisted in administrative sectors, including finance, human resources, logistics, and strategic planning.• Prepared and released service orders for drivers' delivery routes.• Monitored production for ISO quality assurance.• Participation in training for knowledge deepening.• Direct phone contact with customers and quotation with suppliers.• Organization of the internal environment and inventory, spreadsheet preparation, file control, and report monitoring.

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  Sawala

  Oct 2014 - May 2017

  Real Estate Broker

  - Attendance to the public face to face and telephone, presentation of real estate and negotiation.- Purchase, sale, exchange, lease and development of real estate.- Verification of the construction of the properties.

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  INMETRO

  Jan 2015 - Mar 2015

  Assistant of articulation and metrological technical regulation

  - Support to the coordination sector and meteorological technical regulation.- Technical research and contact with those responsible for the information.- Assistance to the internal development of the sector.

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  Itaú Unibanco

  Nov 2015 - Feb 2017

  Sales consultant

  • Prospected clients and sold banking products, such as payroll loans, insurance, and financing, with a focus on portfolio management and increasing the profitability of the branch.• Supported credit analysis and risk management, working alongside the team in granting credit lines and providing financial consulting for individual clients.• Monitored and distributed sales targets to the team, contributing to the achievement of daily sales and service objectives.• Assisted clients with self-service operations.• Provided customer support for debt renegotiations, agreements, invoices, and financial products.Key Achievements:● Achieved payroll loan sales targets for 11 consecutive months.● Invited to interview for a promotion before the end of the contract. Show less

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  Souza Imóveis

  Nov 2016 - Mar 2023

  Founder

  • Managed a portfolio of clients and prospected new business in the real estate sector, focusing on the rental and sale of residential properties for high-net-worth clients.• Developed personalized consultative sales strategies, maximizing the financial return of the portfolio and ensuring client satisfaction.• Created marketing campaigns to attract new clients and increase the visibility of products and services offered.Key Achievements:● Gained national recognition on social media.● Featured in podcasts and articles. Show less

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  Descomplica

  Nov 2020 - Dec 2023

  • Managed multichannel customer service (chat, email, phone), focusing on student retention, problem resolution, and customer engagement using tools such as Hubspot and Zendesk.• Provided mentorship to new team members, helping them navigate internal tools and understand the role of a customer support consultant, improving overall team performance.• Supported coordination in data analysis and defining strategies to optimize KPIs, including response times and CSAT.• Developed initiatives to increase student engagement, reducing churn rates and enhancing customer satisfaction.Key Achievements:● Increased customer retention from 30% to 70% in the undergraduate BU and reduced the response SLA to 24 hours. Improved NPS by 15% through student engagement actions, delivering a superior customer experience.● Optimized response times by 30% in the postgraduate BU by restructuring workflows in Hubspot.● Led the UX and UI restructuring of the MasterJuris platform, alongside managers and C-Level executives, focusing on legal exam preparation, increasing both sales and student time spent on the platform. Show less • Conducted service excellence, through chat and e-mail, daily productivity control, and communication through various channels.• Implemented strategies and approaches for cross-selling and upselling.• Monitored internal processes, enhancing customer satisfaction based on service and sales indicators.• Increase customer satisfaction levels based on service and sales indicators.• Utilized Zendesk for customer support, addressing pedagogical issues, platform usability, manual registration release, reimbursement via Pagar.me, and engaging students with periodic email content.• Responsible for strategy and development, along with managers and C-level, of the new UX & UI of the platform to leverage sales and student satisfaction. Show less

  • Customer Success

    Feb 2022 - Dec 2023

  • Inside Sales Consultant JR

    Nov 2020 - Feb 2022
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  Stone

  Feb 2024 - Oct 2024

  Inside Sales Analyst - Inbound

  • Lead sales processes for financial products, including transaction devices and insurance, through digital channels with a focus on personalized and efficient service.• Diagnose customer needs and implement appropriate solutions to ensure loyalty and retention.• Track and monitor sales KPIs and performance using Google Sheets and Salesforce, focusing on increasing LTV and maintaining continuous follow-ups.Key Achievements:● Recognized as the top performer in life insurance sales.● Mentored the team in developing sales rapport for life insurance, increasing the team's average ticket from BRL 34.00 to BRL 88.40. Show less

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  SendFlow

  Oct 2024 - now

  Customer Success Spcialist (Mid-Level)

  Conducting simultaneous service sessions, focusing on problem resolution, from initial to advanced platform setup, and ensuring customer satisfaction using tools like Falla and Crispy. Onboarding new clients to the platform. Supporting data analysis of service volume and defining strategies to optimize KPIs, including response time and CSAT. Collecting user feedback to understand the benefits of their suggestions.